Membership Services & Stewardship Coordinator

Membership Services & Stewardship Coordinator Pay Range: $19 – $21/hr Exempt/Non-exempt: Non-Exempt Position Type: Full Time – Wednesday through Sunday Location: Richmond, VA Job Description The Membership Services & Stewardship Coordinator’s primary functions are to provide outstanding customer service to Garden members and potential members and to help with membership processing and office duties. The role works in conjunction with the Guest Services staff to sell, renew and answer questions about memberships. Weekend and night availability are required. Strong technical skills are a must. Previous experience in customer service with access to confidential data is highly desired. Responsibilities Represent the membership team and the Advancement department on the weekends through a presence in the Robins Visitors Center. Provide support to the Guest Services team, including selling memberships, daily admission tickets, assisting guests with questions, managing guest flow, and additional tasks as needed. Accurate and efficient processing of memberships. Use and troubleshoot the Garden’s CRM. Enter, update, and maintain confidential constituent and gift data in the CRM system. Process membership purchases, receipts, cards, and donor acknowledgment letters using the CRM in a timely manner with close attention to detail. Maintain accuracy of biographic and demographic data for members, donors, organizations, and other constituencies in accordance with data entry policies and procedures. Periodic data auditing and/or cleanup projects. Work collaboratively within Advancement and across organizational departments. Embrace the Garden’s commitment to excellence, willingly and cheerfully integrating work with the efforts of all other departments. Deliver a positive guest experience for all members, donors and constituents. Provide outstanding customer service to potential and current members of the Garden. Sell, upgrade, and renew memberships through virtual and in-person methods. Work a flexible work schedule; must be available to weekends; must be available to assist with evening coverage during special events; required to work nights during Dominion Energy GardenFest of Lights Other job-related duties as assigned. Skills and Abililies Demonstrated skills and ability to be a well-organized, proactive, seasoned, successful, intelligent, intuitive and empathetic person. Ability to communicate clearly, effectively and comfortably in written and spoken word with guests, members, staff, Board, volunteers, and vendors. Strong technical skills in the use of personal computers, including demonstrated capacity to work with CRM software systems. Knowledge of customer service standards and procedures. Ability to adhere to the highest standards of confidentiality and best practice for development professionals. Ability to be goal-oriented, yet flexible and adaptable to the ever-changing requirements of our guests. Must possess a commitment to the Garden’s mission and its core values, particularly honesty and integrity. Ability to foster a cooperative work environment in a challenging and changing environment. Must be available to work evenings, weekends, and occasional holidays, ensuring coverage for special events at the Garden, including GardenFest, outside the traditional work week/day. Employees of Lewis Ginter Botanical Garden Must comply with provisions of the current Employee handbook, all published personnel policies and the requirements of their individual job descriptions. Must perform all duties in a manner consistent with a public garden serving multigenerational and multicultural individuals, families, and in accordance with directed practices and procedures. Must be aware of surroundings and vigilant to threats to the safety of visitors, volunteers, and staff or to security of their property, ensuring that all concerns are reported promptly. Must report all injuries and incidents immediately and ultimately in writing to supervisor(s) and to Human Resources. Must ensure compliance with all applicable federal and state laws and regulations. Must perform other duties as assigned by supervisor. Physical Demands / Working Conditions Prolonged periods of time in an office, sitting at a desk. Ability to walk the Garden’s campus in most weather conditions. Ability to work in the Advancement Office Special Events, including lifting up to 20lbs and other physical labor. The position requires familiarity with all public areas of the 82-acre Garden property. Note: Duties described above, other duties and physical demands have been identified as essential functions as required by the Americans with Disabilities Act. Education and Experience 1 to 2 years nonprofit experience, preferably in membership or donor/customer relations. Previous experience working with confidential data and customer service. Experience with CRM software systems, Tessitura preferred. Fluency in conversational Spanish, preferred.